Senior Manager, PenFed Strategy

Job Overview

Pen Fed is hiring a (Hybrid) Senior Manager, Pen Fed Home Strategy at our San Antonio, Texas;
Irving, Texas or Phoenix, Arizona location. The primary purpose of this position is to lead innovation, development, delivery, and continuous improvement across the Pen Fed Home Experience. This role will oversee the end-to-end experience strategy for a portfolio of home buying and home financing journeys. By combining the financial strength of Pen Fed Credit Union with the real estate expertise of Pen Fed Realty, we are reimagining the home buying experience to deliver unique, member-focused advantages grounded in our credit union values.

As the architect of their designated experience, the Sr. Manager will collaborate closely with cross-functional partners, including Sales, Marketing, Operations, Pen Fed Realty, Data & Analytics, IT, Legal, Compliance, and external agencies, partners, and vendors to design and deliver seamless, technology-enabled solutions. This individual will be responsible for architecting experiences that remove friction and create a truly integrated, end-to-end home ownership journey.

The ideal candidate is a strategic builder and cross-functional leader who thrives at the intersection of innovation, collaboration, and execution.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties, and the position will perform other duties as assigned.

• Develop and execute the strategic roadmap for designated home buying and home financing experiences within the Pen Fed Home ecosystem, aligning to enterprise goals and member needs.

• Champion an AI-first approach to experience design by leveraging artificial intelligence, predictive analytics, and automation to anticipate member needs, personalize engagement, and streamline processes across the home ownership journey.

• Architect end-to-end experiences that connect Pen Fed Mortgage, Realty, and Insurance into a single, frictionless member journey integrating digital, human, and AI-driven touchpoints.

• Identify, test, and implement next-generation tools and capabilities including AI agents, data-driven personalization, and process automation to elevate member satisfaction, conversion, and retention.

• Use data insights, sentiment analysis, and journey analytics to capture the "voice of the member," identify pain points, and drive enhancements that reflect real-world member behavior.

• Partner with Product, IT, and Data teams to enhance digital platforms (web, mobile, CRM, and automation tools) supporting the Pen Fed Home experience, ensuring AI capabilities are embedded into member-facing and backend systems.

• Define and track KPIs such as member satisfaction (CSAT/NPS), digital adoption, lead conversion, and operational efficiency; apply AI-powered analytics to measure and optimize performance in real time.

• Ensure all experiences uphold Pen Fed's brand, compliance, and regulatory standards while maintaining data integrity, security, and ethical AI practices.

• Support seamless integration of third-party partners including Realty, Insurance, and Home Services into the Pen Fed Home digital ecosystem, using APIs and AI orchestration to ensure cohesive delivery.

• Lead alignment, communication, and training initiatives to ensure successful rollout, adoption, and continuous improvement of new AI-enabled experiences.

• Stay ahead of market trends in digital experience, mortgage technology, and applied AI to maintain Pen Fed Home's position as an industry leader in home ownership innovation.

Equivalent combination of education and experience is considered.

• Bachelor's Degree in a related field.

• Minimum of ten (10) years of experience in product strategy management (inclusive of technical development) of consumer products.

• Minimum of two (2) years' direct management experience.

• Demonstrated experience in building integrated, go-to-market strategies that leverage digital, marketing, and/or AI.

• Demonstrated strategic analysis skills with an ability to map an understanding of business drivers.

• Excellent written communication skills with ability to consolidate complex topics and detail into digestible and actionable content for Executive presentations.

• Experience working in a fast-paced dynamic environment while carrying multiple projects and managing different and often competing priorities.

• Excellent communications, conflict management, and negotiation skills.

• Must possess a strong work ethic and be an enthusiastic team player.

• Self-starter with the ability to work collaboratively, prioritize, and meet deadlines.

• Experience in financial services or highly regulated industries a plus.

This position will supervise employees.

There are no additional certifications required.

While performing the duties of this job, the employee is regularly exposed to an indoor office setting with…